The authorities of Hazrat Shahjalal International Airport (HSIA) have acknowledged their responsibility for substandard passenger services and promised to improve all forms of services at the airport
The airport authorities made the statement after passengers raised complaints about ticketing problems, luggage handling services, and lack of cooperation from airways and airport officials at a public hearing organized by the airport authorities and the Civil Aviation Authority, Bangladesh (CAAB) in Kurmitola, Dhaka, on Wednesday.
The airport authorities said they will arrange special training sessions for airport staff and have already directed other stakeholders to provide quality services in a respectful manner so that inbound and outbound passengers can get services without hassle.
Around eight migrant workers participated in the hearing.
SM Ishaq Ali, a Jeddah-bound passenger from Khulna, complained that once he found his luggage torn and valuables stolen from inside upon arrival at the airport.
In response to the complaint, CAAB Chairman Air Vice Marshal M Mafidur Rahman said: “We have formed a team which is continuously visiting the luggage and ground handling points so that such incidents are not repeated.”
Another passenger claimed that travellers felt like "hostages" at the airport due to the aggressive behaviour of Dhaka airport staffers. At the same time, CNG or car drivers at the airport charged several times higher than normal fares.
Air Vice Marshal Rahman said: “Expatriates are often cheated by the transport sector. To stop such irregularities, we will arrange shuttle buses in cooperation with the Ministry of Expatriates' Welfare and Overseas Employment, so that passengers can buy tickets at a nominal price and easily exit the airport.”
Complainant Md Anish and one of his fellows, from Noakhali, said they had bought tickets of Oman Air but could not avail the flight since it was cancelled.
Their flight was scheduled at 1:30pm on Wednesday.
An official of Salam Air, in response to the complaint, refused to take responsibility, adding that the passenger had bought the tickets from a foreign ticket agency and the scheduled time of those tickets did not match the flight schedule.
The CAAB chairman said that the ticketing agency should have informed the complainants earlier and directed the airline to provide accommodation and compensation to the passengers.
A Middle East-bound passenger who bought a ticket from Biman claimed if he could not travel on Wednesday then his Residence Permit (Iqama) would expire.
In response to the complaint, the CAAB Chairman ordered the Biman officials concerned to solve the problem and ensure his flight on Wednesday.
Passengers can easily submit complaints online, he said, adding: “Passengers on international flights are urged to enter the airport at least three hours in advance.”
The CAAB chairman also suggested that passengers not take anything from anyone on the flight.
Airport Executive Director Group Captain Muhammed Kamrul Islam said that once the e-gate is installed at the airport, passengers will get benefits in line with international standards during immigration.
CAAB chairman: Authorities alert to curtail human trafficking and dollar smuggling
Replying a query about visitor visas, Air Vice Marshal M Mafidur Rahman said that there is no bar against travelling on visitor visas, but there are complaints about human trafficking through the airport on such visas.
He said that immigration processes were supervised by the Ministry of Home Affairs and so misuse of visitor visas can be avoided.
Regarding harassment at immigration checking points, immigration official ASP Shahnaj said: "If we get any proper complaint, required action will be taken against the official concerned."
She added: “We allow passengers to travel on visitor visas as per Home Ministry directives and according to the visitor visa policies of foreign countries.”
The CAAB chairman said: “We are very alert about dollar smuggling. We especially boost supervision at checking points for illegal money transfer by Hundi.”